The Four Secrets Of A Winning Culture – Tal Shnall

A winning culture doesn’t happen by accident. Although many leaders are very intentional about creating a better culture for their team and their organization, few are making the difference. In most companies, culture begins with the founder and then evolves through years of molding the culture with leadership, core values, and new experiences. Continue reading The Four Secrets Of A Winning Culture – Tal Shnall

7 Important Tips For Creating Awesome Customer Surveys

Customer surveys are a great tool to determine how customers feel about a brand & its products or services, but designing a survey which customers would respond to is one thing while designing a survey which would yield actionable insights is another. Continue reading 7 Important Tips For Creating Awesome Customer Surveys

Hilarious Call Center Recording – Computer Problem

In customer service, the importance of listening actively to customers is often understated. When service reps fail to pay attention to what customers are trying to communicate it leads to frustration and dissatisfied customers. In a call center, listening is even more important as there are no visual cues to help the service rep decode what the customer is trying to say.  Continue reading Hilarious Call Center Recording – Computer Problem

Basic Listening Skills Quiz

A lot of people believe they are good listeners yet they hardly know the difference between hearing and listening. The ability to listen actively is a fundamental skill, and it plays an important role in customer service when employees & customers interact.  How good are you at listening? Take this quiz to find out.  Continue reading Basic Listening Skills Quiz

How To Make A Customer – David Beaumont

Make a customer??? What does that mean? If you take a look around, every product or service that you consume has been made. Someone or something had to assemble the item in order for you to use it, eat it, look at it, etc. So, how does this work with the customer?  Continue reading How To Make A Customer – David Beaumont

6 Ways Leaders Can Create A Culture Of Excellence – Tal Shnall

Excellence in product and customer service is the foundation of any successful business. In today’s competitive economic environment, many businesses try to differentiate themselves mostly on products. However, products have become a commodity. In the hotel industry for example, there are many hotels to choose from. Every hotel has rooms. Most hotels have inviting environments and design. Why would a customer choose one hotel over another? Especially, when there are a variety of brands and accommodations to choose from? Continue reading 6 Ways Leaders Can Create A Culture Of Excellence – Tal Shnall

Customer Service Story – A Split In The Sole

Good customer service stories deserve to be retold and shared. This story is about an experience a customer (Steve Grey) had when he had a problem with a Shoe he bought from Zappos. If you’ve heard about Zappos before now, you probably know they have a great reputation for customer service – which is well earned, as you will see in this story. Continue reading Customer Service Story – A Split In The Sole

10 Customer Service Secrets Every Consumer Should Know

A lot of people see interacting with customer service as a tricky experience that could end up being a waste of time. Many more dread having to call a contact center for support. This is because of prior negative experiences such customers have had with brands who do not care much about customer satisfaction. On the flip side, we all have experienced our share of amazing service that leaves you happy and impressed, even if it seems rare. Continue reading 10 Customer Service Secrets Every Consumer Should Know

4 Things Hospitals Should Learn About Customer Experience From The Hospitality Sector – Kamna Datt

What could possibly be common between hospital and hospitality? For starters, they are derivative of the same Latin word “hospes” which could mean guest, stranger or foreigner. Another commonality between the two industries is that both deal in “people experience”. Although the demeanor of experience in hospitality is more out of choice, in the case of hospitals, it stems from a need. Irrespective of the origin of that experience, to thrive in a business for profit, understanding the true value of a customer is paramount. Continue reading 4 Things Hospitals Should Learn About Customer Experience From The Hospitality Sector – Kamna Datt

6 Ways to Establish a Winning Customer Service Culture – Tal Shnall

A service culture is a true competitive asset. Not necessarily in the accounting definition, but a form of human potential. A toxic culture and negative customer experience can be a liability for any business. Leaders must be intentional about establishing a service culture. Often times when I speak with new clients, I encounter several slogans and good intentions to turn a company culture around. Continue reading 6 Ways to Establish a Winning Customer Service Culture – Tal Shnall